Complaints

• Initial Complaint

  05/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a Turbo for my car , when I got it , it damaged, the I as for a replacement I got it . When I got the replacement It fit my . So I requested to return it and get a refund. They say yes and sent me a return label for both turbos . I returned them both . They got both and they good and new . But now they dont want to give me a refund or send back the turbo just because I didnt sent them on the original packaging. I sent both turbos on a different packaging box because the original where big . So I sent it in a smaller box . Just because of that . Now theyre keeping my money and the turbo.

  

  Business response

  06/03/2024

  Hello,

  Returns for refund require that all pieces are included in the returned part.  Parts returned missing items, including custom packaging, cannot be refunded.  We have offered to return your turbocharger to you and sent the outbound shipping costs to your email.  

  Thank you.

• Initial Complaint

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I recently ordered a part for my vehicle from this business and on the parts finder located on their website it claimed the parts were correct however after they were installed it was clear they were for a different model. I reached out multiple times trying to correct issue and get the correct part, but they stated that once the part is installed it cant be returned and id have to buy the correct parts. I had no way of knowing they were wrong as they look physically the same so I was going off what the their website claimed. The wouldnt exchange it for the correct part or anything just offered to make me buy more parts.

  

  Business response

  01/16/2024

  Hi!

  We offer a wide variety of springs for our customers which allows them to pick and choose the exact combination they are looking for.  Some customers are looking to lower their car, some want to raise their car, others want to make the car into an off-road capable diesel.  Because of this there are a lot of springs that we offer which "fit" your vehicle.  Springs should be matched front and rear, in other words if you purchase a lift spring for the front you should purchase a lift spring for the rear.  Looking at your order, and based on the screenshot you sent, you purchased "Sport" springs on the front but not on the back, therefore you bought non-matched set.  

  While we are not able to take returns on used parts I do see that we offered you a significant discount on another set of springs along with complimentary shipping that way you can have a matched set.
  

  
  

  Customer response

  01/16/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  They did offer me an option to buy the match set, but it is the same price listed on the site and this doesnt resolve my issue as they dont even sell the match set that they listed fit my vehicle.

  The problem that I have with this entire situation is that they listed these parts as fitting my vehicle, but it wasnt explained in the listing that yes they fit but no they dont actually work for this vehicle so now Im stuck with basically all the parts that I bought are worthless and the companies only resolution is to sell me something else when i immediately reached out to get help. As a small business owner myself I would never treat my customers this way. Its not only false advertising, but its also just bad business to stick it to a customer when the listing has no explanation. The springs I purchased should be listed as fitting a gas vehicle only. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

  

  Business response

  01/22/2024

  Hello!

  Our offer for the matching springs was $59, which is $40 under their normal price.  Additionally we offered to cover the shipping cost completely.  This offer represents a financial loss for us in an effort to assist you.  This offer still stands if you wish to take advantage of it.  Thanks!

  Customer response

  01/23/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 
  

  This is a mistake on your website not on me. There is not any description on the listing as to what it would do to the vehicle other than calling them stock. I feel like you all should accept the loss, fix the error on the listing and then take the wrong product back and replace it with the correct one. Other than that your discount instead of owning the mistake just shows that your company is only about lining your pockets instead of taking care of your customers. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

• Initial Complaint

  06/14/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Short story --Order part from ID PARTS was delivered however it was the wrong part and did not fit vehicle for repair. Called to obtain authorization to return, once I received approval to return; I paid $44.00 to return the part to the company for a full refund. Once delivered they avoided my calls and refused to refund the money paid even though the part was signed for. Your IDParts Order #****** , the return authorization was IDParts Return Information - RMA JUM5SV returned *** on 05/03 see tracking number attached $908.65 asking for refund Please feel free to reach out to me at ************ or *********************** with any questions Thank you for your help

  

  Business response

  06/15/2022

  Hi ***** - we remain open and willing to refund your purchase price once the item you purchased from us is delivered.  When you opened the *** you referenced you reported that the pump was unused and unopened because you had purchased a pump from the dealership.  What you returned was not the pump you purchased from us.  It was used and from a different supplier.  When we asked what happened, you said that you in fact did install this pump and it didn't work.  You sent along a report from your shop which noted the pump being faulty.  However, that report predated the purchase of the pump by many weeks, so it clearly was not a report from the pump we sold you.  We've responded to your chargeback claim with the same information - the pump you returned is not the pump you purchased, the documentation that is supporting your faulty claim is invalid because it predates the purchase, and, we remain willing to refund your purchase price if the new, unused pump which you purchased from us is returned.  Thanks as always. -IDParts.com

  Customer response

  06/15/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I did not return the wrong part, I only had one pump to return. I am not a dealership or a mechanic shop. I did not pull a part from another veh to return to your company. I returned the part that was shipped to me, this is absolutely ridiculous and unfounded. I had to go order another part from a different supply company to get installed because you did not send me what was ordered
  
  Regards,

  *****

   

   

  

  Business response

  06/27/2022

  Customer submitted chargeback request.  All documentation was submitted to contest the chargeback, including dated receipts, photographs and emails.  Based on documentation credit card company overturned chargeback and ruled in IDParts favor.  IDParts considers this case closed.

  Customer response

  06/30/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

• Initial Complaint

  04/09/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I recently (29/03/2022) placed an order with idparts (****** USD$), but when I got the parts, they were not fitting my car as stated by the store's website. So, I called idparts's customer service at least a dozen of times and asked for a full refund, which I was adamantly denied (they gave me a partial refund instead) despite I am a loyal customer since 2018 and that I spent thousands of $ at their store since then: just last month, i.e. March 2022, I placed three orders at idparts for a total of ****** CAD$ (please see bills hereby enclosed). So, eventhough I wasted money, time and energy because of their mistake, they did not want to take full reponsability for it, hence my complaint.

  

  Business response

  04/09/2022

  Aziz:

  Our return policy clearly states there is a 10% processing fee for returned items. We've made an exception in your case because of confusion regarding product fitment, and are refunding the full cost of the product, $99.95 USD. And as a courtesy we are also refunding your return shipping cost of $20.85 USD. As we tried to explain to you on the phone, refunds take a day or two to process on our end, and also take approximately 3 business days to post on your credit card account. We've already partially refunded the product, and you should see the remainder of the refund soon. We appreciate your business and hope this resolves your concerns. Thanks, *****

  Customer response

  04/09/2022

  Dear Madam, Sir,

  I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********: Idparts' management team still refuses to give me a FULL refund (i.e. ****** usd$ or ****** cad$), which includes the initial shipping (30 usd$) and the taxes + customs I paid for the product (***** usd$), hence my dissatisfaction. 

  
  Regards,

  *******************************

   

   

  

  Business response

  04/11/2022

  Aziz: In response to the reply I sent on Saturday, and as a courtesy because of your experience with us last Friday, I've refunded the balance of your order ******. Today I refunded $67.52 USD, which, with the addition of the $89.96 refunded earlier totals the order valuve of $157.48 USD. Becuase I cannot refund an amount that exceeds the value of the order, I've placed a store credit on your account for $20.85 USD to cover the return shipping expense.

   

  I hope you find this satisfactory, and I thank you for your patience with us in resolving this issue. Please let me know if there's anything else we can do to assist.

   

  Regards, *****

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩